{"id":1966164,"date":"2021-04-28T18:18:04","date_gmt":"2021-04-28T15:18:04","guid":{"rendered":"https:\/\/www.arb.ro\/?p=1966164"},"modified":"2024-01-20T12:22:03","modified_gmt":"2024-01-20T10:22:03","slug":"florin-danescu-explica-de-ce-csalb-este-o-solutie-pentru-romanii-nemultumiti-de-banci-o-procedura-care-mizeaza-pe-evitarea-conflictului-fata-de-un-proces-in-instanta-concilierea-evita-situ","status":"publish","type":"post","link":"https:\/\/www.arb.ro\/en\/florin-danescu-explica-de-ce-csalb-este-o-solutie-pentru-romanii-nemultumiti-de-banci-o-procedura-care-mizeaza-pe-evitarea-conflictului-fata-de-un-proces-in-instanta-concilierea-evita-situ\/","title":{"rendered":"Florin D\u0103nescu explic\u0103 de ce CSALB este o solu\u021bie pentru rom\u00e2nii nemul\u021bumi\u021bi de b\u0103nci: \u201dO procedur\u0103 care mizeaz\u0103 pe evitarea conflictului. Fa\u021b\u0103 de un proces \u00een instan\u021b\u0103, concilierea evit\u0103 situa\u021bia \u00een care o solu\u021bie este dezavantajoas\u0103 pentru una dintre p\u0103r\u021bi. Practic, totul se finalizeaz\u0103 cu o \u00eemp\u0103care\u201d - only in romanian"},"content":{"rendered":"
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\u201eB\u0103ncile cump\u0103r\u0103 \u0219i v\u00e2nd \u00eencredere\u201d, subliniaz\u0103 Florin D\u0103nescu, Pre\u0219edintele Executiv al Asocia\u021biei Rom\u00e2ne a B\u0103ncilor, \u00een cadrul unui un interviu despre rolul Centrului de Solu\u021bionare Alternativ\u0103 a Litigiilor \u00een domeniul Bancar (CSALB) pentru industria bancar\u0103. \u00cen opinia sa, fa\u021b\u0103 de un proces clasic \u00een instan\u021b\u0103, concilierea evit\u0103 situa\u021bia \u00een care o solu\u021bie este dezavantajoas\u0103 pentru una dintre p\u0103r\u021bi. \u201dPractic, aceast\u0103 procedur\u0103 se finalizeaz\u0103 cu o \u00eemp\u0103care, cu situa\u021bia \u00een care ambele p\u0103r\u021bi au de c\u00e2\u0219tigat \u0219i sunt de acord s\u0103 sting\u0103 litigiul\u201d, subliniaz\u0103 Florin D\u0103nescu.<\/p>

Negocierea dintre consumatori \u0219i b\u0103nci, \u00een cadrul Centrului de Solu\u021bionare Alternativ\u0103 a Litigiilor \u00een domeniul Bancar (CSALB) poate fi una dintre \u201emonedele\u201d de schimb pentru \u00eencrederea \u00een sistemul bancar rom\u00e2nesc. Care sunt avantajele pe care le aduce CSALB \u00een acest context?<\/strong><\/p>

Avantajele sunt mari, importante. F\u0103r\u0103 s\u0103 le amintesc \u00een ordinea importan\u021bei, vorbim \u00een primul r\u00e2nd despre un proces foarte simplu pentru consumatorii care \u00eent\u00e2mpin\u0103 dificult\u0103\u021bi \u0219i vor s\u0103 g\u0103seasc\u0103 o rezolvare la problema lor. \u00cen al doilea r\u00e2nd procedura este gratuit\u0103 pentru consumatori, iar \u00een al treilea r\u00e2nd, reprezint\u0103 un mare avantaj neutralitatea conciliatorilor care propun solu\u021bia \u00een urma negocierii. Per total, este o procedur\u0103 care mizeaz\u0103 pe evitarea conflictului sau pe escaladarea ne\u00een\u021belegerilor dintre p\u0103r\u021bi. Fa\u021b\u0103 de un proces clasic \u00een instan\u021b\u0103, concilierea evit\u0103 situa\u021bia \u00een care o solu\u021bie este dezavantajoas\u0103 pentru una dintre p\u0103r\u021bi. Practic, aceast\u0103 procedur\u0103 se finalizeaz\u0103 cu o \u00eemp\u0103care, cu situa\u021bia \u00een care ambele p\u0103r\u021bi au de c\u00e2\u0219tigat \u0219i sunt de acord s\u0103 sting\u0103 litigiul. Sunt solu\u021bii la care se ajunge voluntar, at\u00e2t de partea consumatorului, c\u00e2t \u0219i a b\u0103ncii. Sunt lucruri pe care nu le poate oferi niciodat\u0103 instan\u021ba, de exemplu. CSALB este o institu\u021bie foarte important\u0103 pentru rela\u021bia de \u00eencredere. Iar b\u0103ncile cump\u0103r\u0103 \u0219i v\u00e2nd \u00eencredere. \u0218i \u00eentregul sistem se bazeaz\u0103 pe \u00eencrederea consumatorilor. Aceast\u0103 institu\u021bie a ajuns s\u0103 solu\u021bioneze mii de cazuri. Nu este deloc pu\u021bin. Exist\u0103 un segment de clientel\u0103 care nu \u00ee\u0219i poate rezolva nemul\u021bumirea \u00een rela\u021bie direct\u0103 cu banca, iar CSALB g\u0103se\u0219te prin comunicare, prin evitarea conflictului o solu\u021bie comun\u0103.<\/p>

Ce solu\u021bii din moratoriile legislative ar putea fi adaptate sau extinse conven\u021biilor bancare \u0219i solu\u021biilor oferite consumatorilor de c\u0103tre b\u0103nci prin intermediul CSALB?<\/strong><\/p>

Aici ar trebui s\u0103 folosim experien\u021ba c\u00e2\u0219tigat\u0103 \u00een timpul pandemiei \u0219i experien\u021ba am putea-o \u00eemp\u0103r\u021bi pe dou\u0103 canale mari: procesele b\u0103ncilor care s-au accelerat foarte mult \u0219i volumul de lucru care a fost foarte mare dintr-o dat\u0103, \u00eentr-o perioad\u0103 foarte scurt\u0103 de timp. \u00cen perioada pandemiei b\u0103ncile au fost supuse unei cereri mai mari chiar \u0219i de 20 de ori dec\u00e2t \u00een perioadele obi\u0219nuite. Acest c\u00e2\u0219tig de experien\u021b\u0103, de vitez\u0103, de procesualizare mai rapid\u0103, de determinare a situa\u021biei individuale a clien\u021bilor pe tipuri de situa\u021bii ar trebui preluat, folosit \u00een continuare \u00een rela\u021bia cu clien\u021bii. Acest plus pe care deja \u00eel avem trebuie valorificat, inclusiv \u00een rela\u021bia cu consumatorii care se adreseaz\u0103 CSALB. Rela\u021bia pe care o are CSALB cu b\u0103ncile \u0219i cu consumatorii poate \u00eembun\u0103t\u0103\u021bi aceast\u0103 experien\u021b\u0103, acest c\u00e2\u0219tig de vitez\u0103, de discu\u021bie, de negociere, de g\u0103sire a celei mai bune solu\u021bii pentru fiecare \u00een parte.<\/p>

A\u021bi vorbit despre dinamica rela\u021biei dintre consumator \u0219i banc\u0103, pe termen lung. Contractul \u00een sine ar trebui s\u0103 fie viu pentru c\u0103, \u00een timp, se pot schimba multe lucruri, at\u00e2t \u00een situa\u021bia familial\u0103, c\u00e2t \u0219i \u00een cea economic\u0103, general\u0103. Se pot g\u0103si solu\u021bii pentru astfel de situa\u021bii, altele dec\u00e2t probleme financiare, medicale sau sociale complicate?<\/strong><\/p>

Evident c\u0103 nu punem problema numai pentru clien\u021bii care sunt \u00een nevoie acut\u0103. Dar nevoia sau cererea exist\u0103 \u00een dinamica creditului. Aici trebuie s\u0103 lu\u0103m \u00een considerare \u0219i c\u0103 b\u0103ncile lucreaz\u0103 cu aceast\u0103 volatilitate de pia\u021b\u0103, de termeni, de dinamici. Da, avem credite pe 25 de ani, de exemplu, un credit ipotecar \u0219i \u00een 25 de ani se pot \u00eent\u00e2mpla foarte multe lucruri, pot interveni multe schimb\u0103ri. Noi, \u00eentr-un limbaj mai arid, \u00eencadr\u0103m aceste situa\u021bii ipotetice \u00een categoria \u201eriscuri\u201d. Este foarte greu de perceput din partea consumatorilor, clien\u021bilor no\u0219tri, c\u0103 noi administr\u0103m riscuri pentru vie\u021bile lor. Dar, de fapt, riscurile sunt acele impedimente \u0219i dificult\u0103\u021bi pe care le au clien\u021bii no\u0219tri. Chiar \u0219i perioada de cinci ani pentru un credit de consum poate aduce foarte multe nout\u0103\u021bi \u0219i foarte multe evolu\u021bii. \u00cen acela\u0219i timp b\u0103ncile trebuie s\u0103 poat\u0103 administra aceste riscuri, care \u00eenseamn\u0103 costuri pentru b\u0103nci. La final sunt costuri care se reg\u0103sesc tot \u00een rela\u021bia cu consumatorii, pentru c\u0103 tr\u0103im \u00eentr-o societate capitalist\u0103 \u0219i veniturile trebuie s\u0103 fie mai mari dec\u00e2t costurile. A\u0219adar, c\u00e2nd clien\u021bii solicit\u0103 o schimbare de contract trebuie s\u0103 vin\u0103 \u00eentr-un cadru poten\u021bial posibil ca s\u0103 se poat\u0103 face acele schimb\u0103ri. \u0218tiu c\u0103 a\u0219teptarea clien\u021bilor no\u0219tri este s\u0103 putem schimba condi\u021biile contractuale pur \u0219i simplu, \u00een func\u021bie de pia\u021b\u0103. Dar uneori pia\u021ba, de exemplu \u00een situa\u021bii de criz\u0103, poate \u00eensemna costuri pe care p\u00e2n\u0103 la urm\u0103 chiar \u0219i b\u0103ncile nu \u0219i le pot asuma. Este nevoie de un echilibru \u0219i s\u0103 fii sigur c\u0103 ai maximizat ceea ce po\u021bi oferi clien\u021bilor t\u0103i. Tocmai din acest motiv este nevoie de sprijinul semnificativ al acestei institu\u021bii. Percep\u021bia public\u0103 despre CSALB este foarte important\u0103 pentru c\u0103 asigur\u0103 echilibrul de care vorbeam.<\/p>

Consumatorii spun c\u0103 vor s\u0103 afle mai multe despre CSALB chiar din partea b\u0103ncilor. Ce proceduri au b\u0103ncile pentru a cre\u0219te gradul de informare a propriilor angaja\u021bi despre CSALB?<\/strong><\/p>

\u00cen primul r\u00e2nd toate b\u0103ncile trebuie s\u0103 aib\u0103 \u00een procesele lor, \u00een procedurile lor, acest subiect. Mai \u00eent\u00e2i trebuie s\u0103 \u00eencerce s\u0103 solu\u021bioneze de la sine, prin mijloace interne, situa\u021biile cu poten\u021bial de conflict. Pentru cazurile care nu trec prin acest filtru, sau trec prin acest filtru \u0219i nu se solu\u021bioneaz\u0103, atunci exist\u0103 solu\u021bia Centrului de Solu\u021bionare. Vorbim de dou\u0103 resurse pe care banca le are: unul intern \u0219i apoi unul semi-extern, a\u0219a cum este CSALB \u2013 pentru c\u0103 facem parte din acest proces, ne implic\u0103m \u00een acest proces. \u0218i, da, este o chestiune de dinamic\u0103 normal\u0103 \u00een care b\u0103ncile trebuie s\u0103 promoveze \u0219i ele foarte mult acest serviciu \u00een ideea \u00een care beneficiile evit\u0103rii unui conflict sunt \u00eentotdeauna mai mari dec\u00e2t costurile. \u0218i \u00een cadrul educa\u021biei financiare este esen\u021bial\u0103 discutarea acestui subiect. De exemplu, suntem foarte m\u00e2ndri c\u0103 am reu\u0219it s\u0103 introducem materia obligatorie despre educa\u021bia financiar\u0103 pentru elevii de clasa a 8-a, iar \u00een formarea formatorilor \u00een domeniul educa\u021biei, aceast\u0103 structur\u0103 de negociere \u0219i de solu\u021bionare alternativ\u0103 are r\u00e2nduri dedicate.<\/p>

Ce a\u0219tept\u0103ri ave\u021bi de la acest Centru de Solu\u021bionare \u0219i cum \u00eei vede\u021bi viitorul?<\/strong><\/p>

\u00cempart r\u0103spunsul \u00een dou\u0103: ca cet\u0103\u021bean \u0219i ca manager. Ca cet\u0103\u021bean, m\u0103 bucur c\u0103 am putut s\u0103 particip la construc\u021bia acestei institu\u021bii europene, \u00een condi\u021biile \u00een care Rom\u00e2nia nu prea e obi\u0219nuit\u0103 s\u0103 fac\u0103 construc\u021bii europene. Aceasta este o construc\u021bie european\u0103, f\u0103r\u0103 discu\u021bie. Ca manager a\u0219tept s\u0103 continue \u0219i s\u0103 creasc\u0103 aceast\u0103 activitate, s\u0103 fie tot mai cunoscut\u0103 \u00een r\u00e2ndul consumatorilor de servicii financiar-bancare, precum \u0219i \u00een r\u00e2ndul b\u0103ncilor.<\/p>

Sursa: https:\/\/www.bankingnews.ro\/florin-danescu-csalb-conciliere-clienti-banci.html<\/a><\/p>

Inregistrare interviu, aici<\/a>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

Florin D\u0103nescu, Pre\u0219edinte Executiv Asocia\u021bia Rom\u00e2n\u0103 a B\u0103ncilor, Banking News \u2013 26 aprilie 2021<\/p>","protected":false},"author":3,"featured_media":3014534,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[8],"tags":[],"class_list":["post-1966164","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-aparitii-media"],"acf":[],"yoast_head":"\nFlorin D\u0103nescu explic\u0103 de ce CSALB este o solu\u021bie pentru rom\u00e2nii nemul\u021bumi\u021bi de b\u0103nci: \u201dO procedur\u0103 care mizeaz\u0103 pe evitarea conflictului. Fa\u021b\u0103 de un proces \u00een instan\u021b\u0103, concilierea evit\u0103 situa\u021bia \u00een care o solu\u021bie este dezavantajoas\u0103 pentru una dintre p\u0103r\u021bi. Practic, totul se finalizeaz\u0103 cu o \u00eemp\u0103care\u201d - Asocia\u021bia Rom\u00e2n\u0103 a B\u0103ncilor (ARB)<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.arb.ro\/en\/florin-danescu-explica-de-ce-csalb-este-o-solutie-pentru-romanii-nemultumiti-de-banci-o-procedura-care-mizeaza-pe-evitarea-conflictului-fata-de-un-proces-in-instanta-concilierea-evita-situ\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Florin D\u0103nescu explic\u0103 de ce CSALB este o solu\u021bie pentru rom\u00e2nii nemul\u021bumi\u021bi de b\u0103nci: \u201dO procedur\u0103 care mizeaz\u0103 pe evitarea conflictului. 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